Team Leader

2 months ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Team Leader

We are seeking a highly skilled and experienced Team Leader to join our team at WNS Global Services. As a Team Leader, you will be responsible for leading a team of Senior Associates to create a customer-centric and high-performance culture.

Key Responsibilities:
  • People Management: Engage and support staff to achieve all KPIs through effective coaching, performance management, and career development.
  • Stakeholder Management: Ensure successful delivery of projects, programs, or activities by engaging with stakeholders.
  • Analytical: Practice due diligence when interpreting and reporting data, and improve team performance and processes through insights.
  • Financials: Maintain productivity by ensuring staff adhere to schedules and manage IR and payroll queries efficiently.
Behavioural Traits Required:
  • Effective communication and written skills
  • Problem-solving and analytical thinking
  • Conflict management and strategic thinking
  • Time management and organizational skills
Job-Related Knowledge, Competencies & Skills Required:
  • HR process knowledge and stakeholder management
  • Report writing and sound working knowledge of Microsoft packages
  • Management skills and good understanding of the BPO industry
Qualifications:
  • Essential: Grade 12
  • Preferred: Tertiary qualification in management or relevant proven contact center experience
Experience, Knowledge, Skills and Attributes Required:
  • A proven track record of delivering against client, customer, and business outcomes
  • 2 years' experience working within collections
  • 3 years of team leader experience
  • Managing a team of 12-14 agents
Preferred:
  • More than 2 years' experience working within the BPO sector
  • More than 3 years' experience working in a management role
  • Experience managing Omni-channel customer operations

Working Hours: Monday to Friday, 8PM to 6PM UK Time


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